Onsite IT Support Engineer (2nd Shift)

Software Guidance & Assistance Logo
Software Guidance & Assistance
Research Triangle Park, NC, United States
  • Education
  • FullTime
  • Shift
  • Applications have closed

Can be located in RTP, NC or Wichita KS
Late (2nd) Shift 1-10pm EST
Onsite Required

Software Guidance & Assistance, Inc., (SGA), is searching for an IT Support Engineer for a CONTRACT assignment with one of our premier clients in Raleigh, NC or Wichita, KS .

The Technical Support Engineer (TSE) role focuses on diagnosing, troubleshooting, and debugging technical problems associated with Hardware and Software both on premises and in the Cloud. A TSE will respond to situations where first-line product support has failed to isolate or fix problems in the field. TSEs are expected to be able to handle multiple concurrent issues while documenting all pertinent information pertaining to troubleshooting and resolving issues via CRM.

Responsibilities :

  • Triage and troubleshoot systems and products via chat, phone, email and remote sessions with customers, partners, and internal field engineers
  • Read and analyze various system and application logs to determine where an issue is.
  • Ask customers targeted questions to diagnose problems and provide timely solutions.
  • Research documentation and knowledgebase articles and collaborate with team members to determine proper troubleshooting course of action
  • Provide timely updates to customers on status and progress of cases and properly set expectations.
  • Prioritize and manage several open issues at one time, while quickly determining if issues are more complex and need to be escalated to next tier
  • Create and/or improve Support Knowledge Base to document issues, errors, and solutions so repeated problems can be solved quicker.
  • Ensure issues are documented thoroughly, clearly citing customer’s problem, business impact, troubleshooting steps, any steps taken to reproduce the issue, resolution, and any other pertinent information into CRM system
  • Understand conditions in which a field issue could be escalated
  • Collaborate with downstream teams to resolve technical issues

Required Skills :

  • Ability to provide complete step by step troubleshooting instructions both verbally and in writing
  • Can demonstrate proficient problem solving, troubleshooting, and diagnosis skills
  • Basic technical understanding in two or more of the following areas:

Computer hardware or software, Storage, RAID, Networking, NAS, SAN, Authentication, Encryption, Cloud (Google Cloud, AWS, Azure), Virtualization, Performance (Resource utilizations or infrastructure bottlenecks), Windows, Unix or Linux

SGA is a technology and resource solutions provider driven to stand out. We are a women-owned business. Our mission: to solve big IT problems with a more personal, boutique approach. Each year, we match consultants like you to more than 1,000 engagements. When we say let’s work better together, we mean it. You’ll join a diverse team built on these core values: customer service, employee development, and quality and integrity in everything we do. Be yourself, love what you do and find your passion at work. Please find us at .

SGA is an Equal Opportunity Employer and does not discriminate on the basis of Race, Color, Sex, Sexual Orientation, Gender Identity, Religion, National Origin, Disability, Veteran Status, Age, Marital Status, Pregnancy, Genetic Information, or Other Legally Protected Status. We are committed to providing access, equal opportunity, and reasonable accommodation for individuals with disabilities in employment, and our services, programs, and activities. Please visit our company to request an accommodation or assistance regarding our policy.

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